• Samsher Thapa
• Pro. Dr. Kapil Khattar

Abstract : Every healthcare organization strives to provide quality healthcare services. There is no doubt that all healthcare organizations provide the same kinds of healthcare services, but it depends on the system of service delivery and the quality of healthcare services. As consumers' demands and needs continue to rise, healthcare providers are transforming their services as well. The study was conducted at Geta Eye Hospital, Dhangadhi, Nepal, which is affiliated with Nepal Netra Jyoti Sangh (NNJS) – a non-profitable organization providing eye care services throughout Nepal. "The SERVQUAL model developed by Parasuraman et al. (1988) is used to assess patient satisfaction by observing five quality dimensions (Reliability, Responsibility, Assurance, Empathy, and Tangibility)"(1) at Geta Eye Hospital. According to Hospital data from 2015 to 2019, the number of patients from neighboring districts of India accounted for 46.04% (Male 49.20%/Female 50.80%) and Nepali Patients accounted for 53.96% (Male48.76% /Female 51.24%) of the total patients. During the study, the target patients were interviewed to determine how they perceive the Hospital's service facilities and their expectations from them.

Index Terms – Quality healthcare, SERVQUAL, NNJS, Expectation, Perception,

"Patients Satisfaction using SERVQUAL model: A study of Geta Eye Hospital, Nepal", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.9, Issue 9, page no.d513-d526, September-2022, Available :http://www.jetir.org/papers/JETIR2209362.pdf

"Patients Satisfaction using SERVQUAL model: A study of Geta Eye Hospital, Nepal", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.9, Issue 9, page no. ppd513-d526, September-2022, Available at : http://www.jetir.org/papers/JETIR2209362.pdf